IT Support Engineer

Technical Support and Troubleshooting

·     Provide first
and second line support for IT related issues, including hardware, software and
networking problems.

·     Diagnose and
resolve technical problems reported by employees in a timely manner.

Hardware and Software Maintenance

·     Install,
configure and maintain desktop computers, laptops, printers and other IT
equipment.

·     Manage
software installations, updates and license management.

System Monitoring and Maintenance

·     Monitor IT
systems for performance & reliability taking proactive measures to prevent
issues.

·     Perform
routine system checks and maintenance tasks to ensure IT systems are running
efficiently.

User Account Management

·     Create and
manage user accounts, permissions and access rights to ensure appropriate
access to systems.

·     Assist in
onboarding new employees with IT setups and orientations.

Incident and Request Management

·     Log and track
incidents and service requests using an IT service management tool.

·     Follow up on
open tickets ensuring they are resolved within service level agreements.

Documentation

·     Maintain
clear and accurate documentation of issues, solutions and system
configurations.

·     Update
internal knowledge bases to improve future troubleshooting.

Training and User Assistance

·     Provide
guidance and training to employees on basic IT system usage, troubleshooting
and security protocols.

·     Assist with
the setup and use of communication tools and collaboration software.

Escalation and Collaboration

·     Escalate
complex issues to senior IT staff or third party vendors as necessary.

·     Collaborate
with other IT teams to resolve technical issues and improve system performance.

Other Tasks and Accountabilities

Requirements

•   Strong technical
  troubleshooting and problem solving skills.
  
•     Excellent knowledge of Windows/macOS
  environments, networking fundamentals and helpdesk ticketing systems.
  
•    Proven ability to resolve hardware/software
  issues, configure systems and maintain IT documentation.
  
•     Exceptional customer
  service and communication skills.
  
•   Ability to work in a fast paced, dynamic environment.